summary

hong kong
permanent
full-time

specialism
insurance
sub specialism
channel management & business development
reference number
91M0244236_2581526146804155248

job details

Customer Experience Lead (FI/Banking)

Shape Customer Experience at a top financial institution
Lead enterprise-wide impact on customer satisfaction and loyalty
Drive cultural transformation both inward and outward

...

About the Company

Our client is a leading financial institution in Hong Kong, seeking a highly skilled and strategic professional to lead customer experience (CX) transformation efforts. This is a confidential search for a senior leader / seasoned individual passionate about driving customer-centric change at an organizational level.

About the Job

This role is ideal for individuals with a proven track record in managing large-scale CX initiatives and embedding customer-focused strategies across organizations ideally related to financial services, banking, and insurance. Key responsibilities include:

Champion Voice of the Customer (VOC) by leading initiatives to capture, analyze, and act on customer insights to improve Net Promoter Score (NPS) and other key metrics
Establish governance by developing frameworks to prioritize and execute CX projects with the highest organizational impact
Drive CX Projects by overseeing the design and execution of enterprise-wide CX improvement initiatives, securing resources and achieving measurable results
Build customer and company culture by partnering with leadership to instill a customer-first mindset across all functions
Partake in cross-functional collaboration by influencing and mobilizing teams across Operations, IT, and Marketing to align on CX goals and implement solutions
Leverage market insights to continuously assess customer trends and market dynamics to refine strategies
Leverage agile methodologies to ensure efficient project delivery in a scalable, iterative manner

Requirements

Significant experience managing NPS programs and enterprise-wide CX projects
Deep understanding of the financial services industry, with insight into customer behavior and market trends
Proven ability to influence senior stakeholders and lead cross-functional teams
Strategic thinker with hands-on execution skills and a results-driven mindset
Familiarity with agile methodologies for program management and delivery

Apply

Interested candidates, please click "Apply" to submit your application. For inquiries, reach out to Demi Poon at demipoon@randstad.com.hk.

Customer Experience Lead (FI/Banking)

Shape Customer Experience at a top financial institution
Lead enterprise-wide impact on customer satisfaction and loyalty
Drive cultural transformation both inward and outward

About the Company

About the Job

Champion Voice of the Customer (VOC) by leading initiatives to capture, analyze, and act on customer insights to improve Net Promoter Score (NPS) and other key metrics
Establish governance by developing frameworks to prioritize and execute CX projects with the highest organizational impact
Drive CX Projects by overseeing the design and execution of enterprise-wide CX improvement initiatives, securing resources and achieving measurable results
Build customer and company culture by partnering with leadership to instill a customer-first mindset across all functions
Partake in cross-functional collaboration by influencing and mobilizing teams across Operations, IT, and Marketing to align on CX goals and implement solutions
Leverage market insights to continuously assess customer trends and market dynamics to refine strategies
Leverage agile methodologies to ensure efficient project delivery in a scalable, iterative manner

Requirements

Significant experience managing NPS programs and enterprise-wide CX projects
Deep understanding of the financial services industry, with insight into customer behavior and market trends
Proven ability to influence senior stakeholders and lead cross-functional teams
Strategic thinker with hands-on execution skills and a results-driven mindset
Familiarity with agile methodologies for program management and delivery

Apply

Interested candidates, please click "Apply" to submit your application. For inquiries, reach out to Demi Poon at demipoon@randstad.com.hk.

skills
no additional skills required
qualifications
no additional qualifications required
education
Bachelor Degree

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demi poon

customer service officer, general insurance
- permanent
- HK$22,000 - HK$28,000 per month, attractive fringe benefits
Key Responsibilities:Manage general insurance inbound customer enquiries and complaints generated from different touch points such as inbound call, email, written correspondence and social media channels within the company’s service pledge in an efficient, professional and accurate mannerEstablish and maintain good customer relationships by providing one-stop customer care services Provide after-sales service to customers including policy endorsement and c
posted 25 november 2024
Key Responsibilities:Manage general insurance inbound customer enquiries and complaints generated from different touch points such as inbound call, email, written correspondence and social media channels within the company’s service pledge in an efficient, professional and accurate mannerEstablish and maintain good customer relationships by providing one-stop customer care services Provide after-sales service to customers including policy endorsement and c
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customer experience lead (fi/banking).

job details

Customer Experience Lead (FI/Banking)

...

About the Job

Requirements

Apply

Customer Experience Lead (FI/Banking)

About the Company

About the Job

Requirements

Apply

skills

qualifications

education

the application process.

apply with randstad.

we’ll give you a call.

getting you registered.

compliance check.

reference and background check.

the perfect job for you.

the interview.

start your new job.

get in touch

demi poon

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customer service officer, general insurance

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